CCaaS Architect - Amazon Connect

EPAM Systems; Bengaluru; On-site; INR 4,000,000 - 9,000,000; Full time

Benefits offered by this job

Sponsored Tech Talks & Hackathons

LinkedIn Learning access

Relocation to EPAM office

Health benefits

Paid time off

Job summary

EPAM Systems in Bengaluru seeks a seasoned CCaaS Architect to design and roll out enterprise-grade Amazon Connect solutions. You will own architecture from IVR and routing to omnichannel engagement, building scalable AWS-based contact center platforms.

The role requires 12–20 years in IT with CCaaS expertise, migration experience from Avaya/Cisco/Genesys to Amazon Connect, and hands-on with Lambda, API Gateway, Lex, Polly and related services.

Qualifications

• 12–20 years of IT experience with enterprise CCaaS projects.
• Experience architecting Amazon Connect/CCaaS solutions.
• Migration of contact centers from Avaya/Cisco/Genesys to Amazon Connect.
• Strong knowledge of AWS services: Lambda, API Gateway, IAM.
• Familiar with VPC, Direct Connect, S3, DynamoDB, CloudWatch, EventBridge.
• Hands-on with Lex, Polly, Transcribe, Kinesis.

Responsibilities

• Own architecture and build-out of enterprise CCaaS solutions on AWS.
• Shape strategies for modernizing and migrating contact centers.
• Create scalable IVR, routing, and omnichannel engagement.
• Oversee integration architecture across CRM and enterprise apps.
• Lead architecture reviews, governance, and cross-team guidance.
• Engage with customers in workshops, estimations, and proposals.

Skills

Amazon Connect CCaaS

AWS Architecture

Contact center modernization

IVR & routing

Architectural reviews

Stakeholder engagement

HLD/LLD

Generative AI exposure

Tools

Lambda

API Gateway

Lex

Polly

Transcribe

Kinesis

DynamoDB

S3

CloudWatch

IAM

VPC

Direct Connect

Job description

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.We are looking for a seasoned CCaaS Architect to drive the design and rollout of enterprise-grade Amazon Connect solutions. The right candidate will have 12–20 years of broad IT background, along with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS transitions.ResponsibilitiesOwn the complete architecture, design and build-out of enterprise CCaaS solutions leveraging Amazon Connect and related AWS servicesShape and carry out strategies for modernizing and migrating contact centers from legacy systems to Amazon ConnectBuild scalable solutions for IVR, contact flows, intelligent routing, conversational AI and omnichannel engagementCreate secure, resilient AWS infrastructure, networking, integrations and disaster recovery setups that ensure performance, compliance and continuityOversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise applications and event-driven servicesConduct architecture reviews, optimize performance, resolve technical issues and provide governance while supporting engineering teams through deploymentPartner with customers and stakeholders during solution workshops, technical estimations, architecture proposals and RFP/RFI responsesRequirements12–20 years of overall IT experience, with substantial expertise in architecting and deploying enterprise-level Amazon Connect / CCaaS solutions, covering contact flows, IVR, routing profiles, queues, Contact Lens and call recordingDemonstrated success migrating contact centers from legacy platforms like Avaya, Cisco or Genesys to Amazon Connect, including planning and execution of migrationsStrong command of AWS architecture and foundational services such as Lambda, API Gateway and IAMFamiliarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch and EventBridgeSolid background in full solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover planningPractical experience working with Amazon Lex, Lambda and Amazon Polly, as well as Transcribe and KinesisWorking knowledge of enterprise integration architecture, including CRM systems, hybrid connectivity, cross-account security, performance tuning and troubleshootingDemonstrated capability to produce HLD/LLD documents, architecture diagrams and technical solutions, paired with strong consulting and stakeholder engagement skillsNice to havePractical exposure to Amazon Bedrock, Generative AI and Agentic AI for building intelligent contact center capabilitiesBackground in deploying Agent Assist, RAG-based knowledge retrieval, conversation summarization and AI-driven self-serviceAWS Certified Solutions Architect – Professional credential or an equivalent Amazon Connect certificationWe offerOpportunity to work on technical challenges that may impact across geographiesVast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certificationsOpportunity to share your ideas on international platformsSponsored Tech Talks & HackathonsUnlimited access to LinkedIn learning solutionsPossibility to relocate to any EPAM office for short and long-term projectsFocused individual developmentBenefit package:Health benefitsRetirement benefitsPaid time offFlexible benefitsForums to explore beyond work passion (CSR, photography, painting, sports, etc.)